Service Desk Analyst

Job Title: Service Desk Analyst
Working Pattern: Monday to Friday, 36.25 hours per week and on call where necessary.
Salary: £25,000 - £30,000 and up to 20% bonus and benefits
Location: Embrace hybrid work from our vibrant Cardiff or Blackpool offices.

At Tandem, we're not just a bank; we're a movement for positive change. If you're an ambitious and dedicated IT Service Desk Team Leader, ready to make an impact, we've got a space with your name on it!

The main purpose of the role is to provide first and second line IT support, troubleshoot technical issues, and ensure efficient resolution of incidents and service requests across various systems and platforms.

We are Tandem - Where impact meets innovation

Tandem is the UK's greener digital bank on a bold quest to revolutionise the way we save, borrow, spend, and share – all while nurturing our planet, our people and our customers. As one of Europe’s fastest growing digital banks, our values of being Brave, Enterprising, Simple, and Together (BEST) ensure our 500-strong team collaborate to drive a brighter, greener future.

Tandem also leads the way with a secondary app called Loop. Loop gives customers a simpler, hassle free and awkward free way to share money among friends.

Your team: Collaborators in change

Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers.
 
As a Service Desk Analyst, you will work alongside a team of skilled professionals to provide top-tier IT support. Reporting to the Service Desk Team Lead, you will play a crucial role in maintaining seamless IT operations and delivering excellent service to our users.
 
Your Impact: Building a greener tomorrow

As Service Desk Analyst your focus will be:

• Provide first and second line support, resolving incidents and service requests efficiently.
• Troubleshoot hardware, software, and network issues, escalating where necessary.
• Ensure compliance with service level agreements (SLAs) and IT policies.
• Maintain and update knowledge base articles to improve resolution times.
• Support onboarding and offboarding processes, including user account setup and deactivation.
• Collaborate with other IT teams to address technical challenges and implement improvements.
• Monitor and report on service desk performance to contribute to continuous improvement.

We’d love to hear from you if you have:

• Experience in a Service Desk or IT support role.
• Knowledge of IT systems and tools, including Microsoft 365, Active Directory, Intune, Azure and Freshservice.
• Excellent communication and problem-solving skills.
• A proactive approach to learning and staying updated on the latest technologies.

It would be great, but not essential if you have:

• Microsoft 365 Associate Certification
• Microsoft Azure Associate Certification
• ITIL Certification
• Experience in Connex Contact Centre, Jira, and Miro.
• Relevant experience in banking systems such as Sentinel, Financial Cloud, Aryza is highly desirable.

Rewards that reflect your value, what’s in it for you?
 
At Tandem, your hard work is rewarded in many ways and we have an enhanced employee benefits package on offer from your very first day with us:

• 25 days annual leave plus 8 days Bank Holiday
• An additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc
• Buy or sell up to 5 days holiday a year
• Healthcare cash plan through Westfield Health worth a minimum of £750 per year
• Electric Vehicle salary sacrifice scheme
• Cycle to Work salary sacrifice scheme and a free helmet
• Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility)
• Smart Tech scheme (buy goods with 0% interest)
• 10% discount on solar panels
• Tandem Hub for treats, cash back and discounts on UK retailers
• 2 days per year paid volunteering
• Free cereal, snacks and drinks in all offices
• Quarterly team social budgets

 

Our Green Deal: Your Impact Amplified

A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below:

• Volunteer 2 days a year for charity > receive an early Friday finish
• Raise £200 per annum for charity > Tandem provide PR and marketing support
• Have renewable energy at home > receive an additional 1 day annual leave
• Drive an electric car > receive £500 towards a home charger

Ready to make your mark?

Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.

Sourcing Model

Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page.
 
Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

Please be aware that background checking (including credit and criminal records checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.